1st Line Support Technician
1st Line Support Technician Runcorn £28,000 Our client is a global and award-winning company with over 800 employees worldwide, with 300+ based at their offices in Leeds. They are a technology company focused on keeping roads moving through electronic tolling and smart mobility solutions. From their Mersey Office on Manor Park in Runcorn, they look after the Mersey Gateway, an award-winning toll bridge in the Halton Borough. Their technology has replaced the traditional pay booths and instead uses their state of the art technology and automatic number plate recognition to seamlessly process payments over the crossing and enhance the movement for their road users. They are growing their Team and need additional support within their first line technical support department, delivering to a user base of approximately 500 staff split over multiple projects. The successful Candidate will be providing analysis, diagnosis, escalation and resolution of customers' IT issues and carrying out customer requests for new IT hardware, software and access. Key Responsibilities: •Act as a point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests. •-1st line support, troubleshooting of IT-related problems from in-house software to hardware, such as mobiles, Laptops, PCs, thin-clients and Printers. •Work to the achievement of established Key Performance Indicator targets (such as Average Speed of Answer and First Contact Resolution). •Escalate unresolved calls to the relevant support teams. •Log all calls in the Service Desk Call ITSM tool (SolarWinds WebHelpDesk) •Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner. •Maintain a high degree of customer service for all support queries and adhere to all service management principles. •Log issues and follow up with 3rd party vendors and suppliers •Publishing support documentation to assist staff with requests for information. •Active Directory: creating user accounts, resetting passwords, creating groups etc Skills & Knowledge required: •At least 2 years IT Service Desk and/or Call Centre experience required - specifically supporting multi-site environments. •Experience with using and troubleshooting Outlook 2013/O365 within a network environment (including but not limited to permissions, calendar sharing & delegation) •Microsoft Exchange 2013/Office 365 administration: creating shared mailboxes, distribution lists and amending permissions. •Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7/10 and Office 2013/2016 •Telephony support, Cisco Unified CM Administration •Desktop DNS, TCP/IP and DHCP fault finding. •Troubleshoot network issues •Citrix knowledge, Xen App, Receiver. •PC Hardware A salary of up to £25,000 and other benefits will include: •Flexible shifts •Modern office •Breakout area with vending machines and free hot drinks •Pool table and PlayStation4 •Free massages! •Free Wi-Fi •Discretionary annual bonus •Pensions scheme •Healthcare cash back plan •Life insurance •Cycle to work scheme •Dress down days •Free fruit •Length of service awards •Up to 3 extra length of service holidays •Employee Assistance Programme •Regular health and wellbeing events If you feel like you meet the above criteria for the 1 st Line Support Technician, then please apply now!